Communication

What is Communication?

Communication is a glue that bonds all the

elements, allows structure to develop,
coordinate activities, allows people to work
together and accomplish results.

Communication is a dynamic process to

transmit meanings, social values and share
experience.

Communication is a process of exchange of

thoughts, feelings, ideas, information and
knowledge between two or more people.
 WHY COMMUNICATION IS IMPORTANT?

Good communication skills of the health care providers

are very essential for providing effective counseling.

Because

Health care providers (HCPs) are required to

demonstrate and effectively use communication skills
for counseling mothers, families, and communities who
seek their services during pregnancy, childbirth and
newborn care.

They share health knowledge and information with them

so that they make more responsible and healthy
decisions for their own health matters.
Process of Communication

SMCR Communication Model

Sender Receiver

Message

Channel

Feed Back

Channel

Effect Produced
PROCESS OF COMMUNICATION

The process of communication is either one-way or

two-way. One-way communication takes place when
information is passed from sender to receiver. The
receivers cannot ask questions or seek clarification
from the sender.

Two-way communication is face-to-face

communication when Sender sends the information to
the receiver and the receiver has the opportunity to
discuss, ask questions and seek clarification or
additional information from the sender.
Channels of Communication:

1. Mass Media (Radio, TV, Film, Print)

2. Small Print
3. Computer/Fax/Telegraph
4. Telephone
5. (Interpersonal)

Interpersonal communication is the

exchange or transfer of information, Ideas,
feelings or attitudes between two or more
people
 Media Advantages Disadvantages

Reach Large Numbers, Message not specific to different

Mass groups, Remote areas do not
takes less time & Less
Human resources have access, One way
Communication

Serves as reminder, can refer Illiterate find it difficult

Small Print
back, details can be given

Computer / Fax / Fast & accurate Transmission of

No access for most of our target
Telegraph & information
groups
Telephone

More Human resources, time

Inter personal Message can be tailored as per
consuming, un trained
need, Feed Back, Question can
communicators can give wrong
be ensured
messages
CHALLENGES OF COMMUNICATION
The challenge of communication really is that the
receiver receives the message that the sender intended
to send with the same meaning, because the message
is received translated and perceived by the receiver
before responding and therefore it is important to
ensure that the process of interaction is clear and being
understood by all involved within the original intended
context.

It is only then that communication can be effective.

This is especially essential when delivering health
messages and recommending compliance to certain
behaviors or practices.
 THERE FORE
(The Message Should be)
Clear
Concise Expressing much in few words
Complete
Convincing To bring to believe

Capable of being carried out

The Language Should be familiar both to sender
and Listener & should have value to the audience

Use appropriate media

EFFECTIVE INTERPERSONAL COMMUNICATION
BEGINS WITH THE RIGHT ATTITUDE, NEGATIVE
ATTITUDE WILL WORK AGAINST YOU.
Positive Attitudes

1. Respect for community members

2. Empathy
3. Patience & Kindness towards listener
4. Knowledge of Health care

Negative Attitude:

1. Disrespect for community members

2. Less understanding
3. Impatience, arrogance, superior
Positive Behavior
•Greeting,
•Introduction,
•Making people comfortable,
•Listening with patience,
•Answering questions,
•Asking Checking Questions,
•Using Simple language & Examples, Using AV aids

Negative Behavior
•Harsh tone,
•Ordering,
•Interrupting,
•Negating others view point,
•Not Listening, doing other things while Talking,
•No feed back, & Use of technical terms
Interactive Communication
Interactive communication is a process that facilitates a
dialogue to provide multiple opportunities to accurately
interpret meaning and respond appropriately. An interactive
model is similar to a discussion rather than a lecture.
For example, using an interactive model, a client may be
asked what they know about nutrition during pregnancy or
how will they recognize any complication during pregnancy.

As the mother and her family describe aspects of her

nutrition and signs for recognizing complications of
pregnancy, the HCPs can then respond to fill in knowledge
gaps, correct misinformation and verify client understanding,
thus eliminating or minimizing misunderstandings. Helping
Model
 THUS

The HCPs must practice and acquire the required

verbal skills like asking open ended questions, be
aware of their body language (Non Verbal
Language) and master Listening Skills
Verbal Skills

Voice: (TONE)

It Plays an important role in body language. e.g.

the four ways you might say this sentence.

Where have you been?

HCPs tone when speaking to the client can either

enhance the dialogue process or become
threatening for the client
 Asking Questions

Effective questioning technique can turn a client’s

visit into a two-way interaction and promote dialogue
leading to client satisfaction and compliance to
healthy practices. Non- appropriate questioning can
become just one-sided communication where the
HCP asks questions and recommends treatment
leading to inappropriate service and dissatisfaction
of the client.
 Open-Ended Questions

Open-ended questions are questions that start with

“Who, What, Where, When, How and Why” and
require more than a yes/no response.

These questions encourage disclosure of information.

1. Whom can you talk to about this problem?

2. What kind of foods are you taking?
3. Why do you think your legs are swollen?
4. Where do you plan to have your baby?
5. When do you plan to have a checkup?
 Closed-Ended Questions

Closed-ended questions are also known as leading or

Restrictive questions because they bring yes/no responses
and limit the information sought from the receiver.
EXAMPLE

“Have you checked to see if baby has a temperature?”

1. Is the swelling painful?

2. Are you taking eggs in breakfast?
3. Is this your first pregnancy?
4. Does your mother-in-law help you in cooking food for the
family?
1. How many children do you have?
Effective communicators draw people out through the frequent
use of open-ended questions.
 Verification of Understanding

It is an important skill for health communication process

Because:

“Verifying understanding prevents misunderstandings “

This tool confirms that the message was translated and

received as was intended.
Non Verbal Skills

One Should Be Careful Of His / Her

BODY LANGUAGE

WHY?

Because

Our words make up only a portion of what we communicate

and “what we don’t say” is some time more important than
what we do say.

This is because most people believe

“ how you say it” is more important than what you say
Components of Nonverbal Communication.

There are three components of nonverbal

communication.

1. Body

2. Personal Appearance

3. Voice

4. Objects around you

5. Distance and Personal Space

Body Language / Non Verbal Communication

Body:
Consciously or unconsciously we analyze
people on the basis of their body
language, drawing conclusions when they
put their hands on their hips, wrinkle their
nose or turn away from us.

There are three aspects of Body Language

 Postures

 Gestures

 Face and Eyes

Body Language / Non Verbal Communication

 Postures:
Is the way you sit or stand. It is the first
major influence on the initial impression
you make.

 Gestures:
All people use gestures to backup what
they are saying e.g. people use
gestures to illustrate what they are
saying such as using their hands to
describe an object or motion.
Gestures may be warm and cold:

However we should be not be convinced with that a

particular gesture/posture or physical attitude will
be taken similar universally and if we assume it
as such then we may encounter some serious
communication problems
 GESTURES

Enumerate a list
Emphasize a
point
Point to an item
Describing a shape

Effective gestures
Pocket Jingle
Parade rest

Frozen gestures
?
POSTURES
Body Language / Non Verbal Communication

Gestures Messages
Yawning I’m tired, bored
Frowning I don’t like you
Slouching in a chair I’m not interested
Frequently looking I want leave
at your watch
Arms crossed I’ve had enough of
this
Body Language / Non Verbal Communication

 Face and Eyes:

 Our face and eyes are most expressive parts
of our body I.e. lowering and raising our eye
brows, smiling, nodding, even winking we
can also regulate the conversation flow e.g.
we may open conversation with a waiter by
catching his eyes. We indicate by opening our
mouth, breathing rapidly and raising our eye
brows. Face and Eyes:
Appearance: (Dress for Success)
Maintain well grooming, dress appropriately and in
accordance with the prevailing cultural norms.
Your appearance should be acceptable to the
audience and the occasion. Never wear clothes that
will distract from what you are saying. (e.g. as the
exaggerated, dangling and jewelry).
Remember, as irrelevant as it may seem, what you
wear does communicate some thing to your
audience – mostly a message about whether or not
you “Fit” with the group
 Social Zone Distance and Personal
1.22 m – 3.6 m Space

Intimate Zone
6 – 8 inches

Public Zone
Over 3.6 m
Personal Zone 46 cm – 1.22 m
INTIMATE ZONE: (Between 15 and 45 centimeters or 6
to 18 inches) of all the zone distances, this is by far the
most important as it is this zone that a person guards as if
it were its own property. Only those who are emotionally
close to that person are permitted to enter it this includes
parents, spouse, children, close friends and relatives.

Personal Zone: (Between 46 centimeters and 1.22

meters or 18 to 48 inches). This is the distance that we
stand from others at parties, social functions and family
gatherings.
Social Zone: (Between 1.22 and 3.6 meters or 4 to 12
feet) We stand at this distance from strangers.

Public Zone: (Over 3.6 meters or 12 feet) Whenever

we address a large group of people, this is the
comfortable distance at which we choose to stand.

If you want people to feel comfortable in your company,

the Golden Rule is Keep Your Distance.
 Active Listening

The interpersonal skills needed for effective

relationships with a patient / client include listening
and understanding; these are the key skills that
enable the health care provider to interact effectively
with a patient / client and establish a meaningful
relationship between the two.

The ability to listen well is equally important,

and perhaps more difficult to learn
Listening

Sit facing the person being listened to.

Open position or posture to be maintained (arms should not

be crossed).

Lean slightly toward the person to demonstrate interest in

what the person has to say.

Eye contact to be maintained (may vary according to cultural

norms).

Relaxed position or posture to be used, demonstrating ease

with the situation.
 Listening
Do’s of Listening
1. Show interest
2. Acknowledge Receipt
3. Be understanding of the other person
4. Be Sympathetic
5. Single out problem if there is one
6. Listen for the cause of the problem
7. Help the speaker to associate the
problem and the cause.
8. Encourage the speaker to solve
his/her own problem
9. Keep your mind open & concentrate
on what the speaker is saying
10. Be silent when necessary
11. React to the information & not to
the person
12. Focus on content, non verbal cues
and the manner in which some thing
said.
Don’ts of Listening
1. Argue or mentally judge
what they are saying before they
have completed.
2. Interrupt
3. Pass judgment too quickly
4. Give advice unless it is asked for.
5. Jump to conclusion & stop talking
6. Try to do two or more things at once
& get rid of distractions
7. Judge the individual on the basis of
his appearance and the manner in
which some thing is said
 Principals of Communication

Inescapable: There are some who state that they cannot communicate
but the very attempt not to communicate communicates something.

Irreversible: One cannot take back what has been said. One may
sometimes try to change the effect of saying things like “I really did
not mean what I said”.
It is important to think carefully before communicating.

Unrepeatable: Communication is unrepeatable i.e. we cannot create the

same situation again. We only get one chance to create a first impression.
Later impressions are formed in light of the early impression.
 Barriers to Effective Communication

Psychological Barriers:
Emotions: (Likeness & Dislike ness of people

to whom you are talking & the

message being delivered)

In community practice the key psychological

barriers are associated with the beliefs,
attitudes and behaviors of HCPs and other
support staffs.
Barriers to Effective Communication

Perceptual Blocks:

Perception is never precise as individual perceive

things differently .

People Perceptions are based on their experiences

and knowledge.
Environmental Barriers
Physical Barriers

1. Appearance of communicator or audience

2. Illegible documents, Faulty Tying, Unclear
Photocopies
3. Lack of Privacy
4. People moving in & out of the room
5. Mumbling
6. Speaking Fast
7. Noise inside the room such as ringing phone
etc. or out side the building
8. Uncomfortable audiences
9. Inadequate Lighting
Semantic Blocks: Study of Choice of words as they do not
have precisely the same meaning for every one e.g

These are Abstract words & indefinite Terms having no

precise meaning Honesty, Liberal, Immoral,
Soon as Possible
THANKS